Front Desk Manager

Front Desk Manager (with Rooms Oversight)

Fairfield Inn & Suites by Marriott – Barrie, ON

Reports To:

General Manager

Full-time, Permanent

The Front Desk Manager is responsible for the overall leadership and daily operation of the Front Office department, ensuring exceptional guest service aligned with Marriott brand standards. This role oversees front desk associates, manages guest relations, and ensures efficient check-in/out processes while maintaining high levels of guest satisfaction and operational efficiency.

In addition to leading the Front Desk team, this unique leadership role provides operational oversight and supports key details of the Housekeeping and Maintenance departments. The manager will work closely with all property teams to maximize room inventory, maintain high property standards, and ensure a seamless overall guest stay.

Key Responsibilities
Operations & Rooms Management

Oversee daily front desk operations, ensuring smooth check-in and check-out procedures.

Ensure compliance with Marriott/Fairfield Inn brand standards, policies, and procedures.

Maintain accurate room inventory, reservations, and billing processes.

Monitor lobby conditions, cleanliness, and overall guest experience.

Liaise closely with Housekeeping to ensure seamless communication regarding room readiness, deep cleaning schedules, and special guest requests.

Partner with the Maintenance team to track room deficiencies, coordinate preventative maintenance schedules, and resolve urgent facility issues quickly.

Guest Experience

Handle guest inquiries, concerns, and escalations in a professional and timely manner.

Ensure consistent delivery of high-quality guest service experiences.

Manage VIP arrivals, group bookings, and special requests.

Review guest feedback (including GSS/Marriott Bonvoy reviews) and implement strategic service improvements.

Team Leadership

Recruit, train, schedule, and supervise front desk staff, fostering a positive, service-oriented environment.

Conduct performance evaluations, coaching, and development planning.

Ensure proper staffing levels based on occupancy, seasonal demands, and operational needs.

Administrative Responsibilities

Review and reconcile daily cash reports, billing discrepancies, and night audit processes.

Support revenue optimization through upselling and rate management.

Ensure compliance with health & safety standards and company policies while maintaining accurate records, reports, and audits.

Qualifications & Requirements

Experience:

Minimum 3–5 years of hotel front desk experience, including preferred supervisory or management experience.

Marriott Experience (A Plus):
Prior experience working within Marriott hotels and strong familiarity with brand standards is highly desirable.

Systems Knowledge:
Strong knowledge of Property Management Systems (PMS) such as FOSSE/Light Speed/STAY PMS and Microsoft Office. Knowledge of Marriott-specific platforms like GXP is a significant advantage.

Education:

Diploma or degree in Hospitality Management is an asset.

Skills:

Excellent leadership, communication, conflict resolution, and problem-solving skills with a strong passion for guest satisfaction.

Key Competencies

Leadership & Team Development

Guest Service Excellence

Conflict Resolution

Attention to Detail

Multitasking in a Fast-Paced Environment

Physical Requirements & Working Conditions

Fast-paced hotel environment requiring shift work including evenings, weekends, and holidays.

Ability to stand and walk for extended periods during regular property walk-throughs.

Occasional lifting (up to 25–30 lbs) may be required.

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